AccountId: 011433970860
ContactId: 6ae2c944-4c89-40d2-8ab9-558df979793e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79720 ms
Total Talk Time (AGENT): 39248 ms
Total Talk Time (CUSTOMER): 36150 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/6ae2c944-4c89-40d2-8ab9-558df979793e_20250214T17:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a provider's office. I need benefits on the patient, please.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's also [PII] uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that. And the member's policy number?
[CUSTOMER][NEUTRAL] 01611878 ML 7
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I understand she only has outpatient benefits for 1500 calendar year, right? I need to know if it was made or not.
[AGENT][NEUTRAL] OK right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If she have anything remaining?
[AGENT][NEGATIVE] Um, none of the benefits have been used for this year, so she has the full 1500.
[CUSTOMER][POSITIVE] Perfect. That's all I need. Thank you so much. Have a good day. Bye-bye. And I'll be.
[AGENT][NEUTRAL] You're welcome. And all the information provided was a